Hurricane Helene Update

Update 10/8/24 – Good news! Our team has been working hard to restore order processing and customer service operations. We’ve started shipping some orders, and our customer service representatives are now able to access messages again. However, please expect some delays in both shipping and communication, as we are still working from mobile phones, which remain spotty. Thank you for your continued patience and understanding.

To our valued customers, 

Hurricane Helene has caused significant destruction across our home state of North Carolina and neighboring regions, marking one of the worst natural disasters the area has experienced. Our thoughts are with the residents of our community, our incredible employees and all of our fellow businesses. We are relieved to report that everyone on our team is accounted for and safe.

Sadly, many in our community continue to face monumental challenges. If you would like to help, please visit this page with various ways you can support those in need. 

Our flagship store, which we just opened this spring in Old Fort, North Carolina, was directly in the storm's path. Many of our employees live in the area, some in Old Fort and have been personally affected. Our priority is to ensure that our staff members are safe and have access to food, water, and other essential resources as they begin to rebuild.

Fortunately, our store sustained no major damage. However, significant disruptions to regional infrastructure and utilities are impacting our operations, including our ability to fulfill online orders.

Please note this only affects online ordering and Old Fort, NC retail operations. Click here to visit our other locations throughout the USA.

Naturally, many of you may have questions. Here are some answers to the most common ones, and we will continue to update this information as needed.

When will you open?

At this point, we will remain closed until further notice. This will be based on infrastructure and utilities but mainly power. Current reports suggest this could take one to two weeks. 

Placed an Order?

Unfortunately, we cannot provide an estimated ship date for orders placed after September 25th until power is restored and we are able to fully process your order. Rest assured, once we regain access to our systems, we will work as quickly as possible to ship your order.

Trying to Place an Order?

You are welcome to continue placing orders; however, please be aware of potential delays in receiving your products due to the storm's aftermath. We cannot provide a specific shipping timeline at this moment but will work diligently to process your order once we are operational again. 

I have a warranty issue or a general question—who should I contact?

For all other customer support issues, please visit our brand's Customer Support Center here. However, as noted, until our staff can return to the offices or at least regain access to online services, it may take us extra time to respond. 

We sincerely appreciate your patience and understanding as we navigate this challenging time. Thank you to everyone who has offered support, and a special shout-out to all the first responders, volunteers, organizations, and individuals working tirelessly in the aftermath of the storm.

For updates, please follow our main Facebook page or check back here, where we will do our best to keep you informed.

- The Waterways Paddlesports Team